IT Support

2nd Line IT Support Technician

Ref: 1017| Posted: 7th Jan 2022

Our maritime client are looking to expand their team of Technicians and this has created a genuinely exciting opportunity for someone to use their IT knowledge within a unique environment. This team are responsible for providing support to global IT systems and infrastructure and to the company’s stakeholders. As a Second Line Technician you would support the IT requirements of the vessel fleet infrastructure and software delivered to onboard users, giving the right candidate an opportunity to work on exciting projects and travel the world.
  • HNC/HND or equivalent experience
  • Experience 1 to 2 years in a commercial environment preferable
  • Knowledge of the following:
    • IP Networking and hardware support
    • Windows 7 & Windows 10 support
    • Server 2016 Admin
    • Active Directory Administration
    • MDM Administration - InTune
    • Office 365 Admin
    • Desktop & Printer Hardware support
    • Remote access experience and remote support
    • Microsoft System Center & Service Manager
    • IP Phone management Administration (Avaya)
  • Attitude Communication and collaboration with other colleagues within the wider IT team is essential and working as part of a combined team is part of the day to day work experience
  • Incident Management – review 2nd line queue and ensure tickets are owned and manged to resolution with focus on meeting SLA’s
  • Troubleshoot I.T issues – Leverage experience and other resources to remediate and resolve complex IT issues impacting users or infrastructure services
  • Hardware Support – Responsible for installation, configuration and support of hardware under scope
  • Software Support – Responsible for installation, configuration and support of applications under scope
  • Build, service and maintain vessel networks including site visits on board when required for build, refresh and out of management tasks
  • Ensure daily, weekly and monthly tasks are complete on schedule and compliant to IT process
  • Assist with the creation of knowledge base articles for consumption of both Service Delivery colleagues and end users
  • Highlighting Continuous Service Improvements (CSIP’s) to the Service Delivery Team Leader
  • Collaborate with stakeholders and application owners in the business to improve user awareness and knowledge of any new processes or procedure
  • Supervise/Mentor Service Delivery analysts when there is a requirement to do so
  • Undertake other tasks that are considered to be relevant to the position
  • Attend meetings where 2nd line involvement is required (Major Incident/Change/Project Updates)
  • Comply with Incident/Change/Problem Management procedures to establish standardised delivery of service
Competitive Salary and Benefits Package